Recapped the callprior toending/transferringBrandedthe callAskedprobingquestionsSent anACE toa peerScheduleda callbackWarmTransferAcknowledgethe customerby their nameDidn'tover talkthecustomerTailored theempathystatement tothe reasonfor callingAsked "if there'sanything else toassist with" priorto transfer/callendingSharedbestpracticeswith a peerUsedtoolsDispositionedthe callproperlyMentionedtheoutboundscriptProvidedclearinstructionsTroubleshootedthe issuebeforetransferringAnswered thecall within 10seconds (micdown vs up)Ready to takethe callReassuredthe customerwith 3 powerwordsAssistedin thegroupchatFollowed theproper 5-point holdprocedureOwned theresolutionwith positivephrasingConfirmed thereason forcalling outsideof thecompassionstatementCelebratedwins with thecustomer(reassurance)Enthusedtone fromstart tofinishLeftdetailednotesAssured thecustomerthat we canassistDeliveredanexceptionalexperienceRemainedconversationalBuild rapportaround thesmart deviceRecapped the callprior toending/transferringBrandedthe callAskedprobingquestionsSent anACE toa peerScheduleda callbackWarmTransferAcknowledgethe customerby their nameDidn'tover talkthecustomerTailored theempathystatement tothe reasonfor callingAsked "if there'sanything else toassist with" priorto transfer/callendingSharedbestpracticeswith a peerUsedtoolsDispositionedthe callproperlyMentionedtheoutboundscriptProvidedclearinstructionsTroubleshootedthe issuebeforetransferringAnswered thecall within 10seconds (micdown vs up)Ready to takethe callReassuredthe customerwith 3 powerwordsAssistedin thegroupchatFollowed theproper 5-point holdprocedureOwned theresolutionwith positivephrasingConfirmed thereason forcalling outsideof thecompassionstatementCelebratedwins with thecustomer(reassurance)Enthusedtone fromstart tofinishLeftdetailednotesAssured thecustomerthat we canassistDeliveredanexceptionalexperienceRemainedconversationalBuild rapportaround thesmart device

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
N
2
B
3
G
4
G
5
B
6
I
7
N
8
N
9
B
10
O
11
N
12
G
13
I
14
B
15
O
16
I
17
G
18
B
19
I
20
N
21
O
22
G
23
B
24
G
25
O
26
I
27
O
28
I
29
O
  1. N-Recapped the call prior to ending/transferring
  2. B-Branded the call
  3. G-Asked probing questions
  4. G-Sent an ACE to a peer
  5. B-Scheduled a callback
  6. I-Warm Transfer
  7. N-Acknowledge the customer by their name
  8. N-Didn't over talk the customer
  9. B-Tailored the empathy statement to the reason for calling
  10. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  11. N-Shared best practices with a peer
  12. G-Used tools
  13. I-Dispositioned the call properly
  14. B-Mentioned the outbound script
  15. O-Provided clear instructions
  16. I-Troubleshooted the issue before transferring
  17. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  18. B-Reassured the customer with 3 power words
  19. I-Assisted in the group chat
  20. N-Followed the proper 5-point hold procedure
  21. O-Owned the resolution with positive phrasing
  22. G-Confirmed the reason for calling outside of the compassion statement
  23. B-Celebrated wins with the customer (reassurance)
  24. G-Enthused tone from start to finish
  25. O-Left detailed notes
  26. I-Assured the customer that we can assist
  27. O-Delivered an exceptional experience
  28. I-Remained conversational
  29. O-Build rapport around the smart device